Refund Policy

MAZIDO (Management of Arid Zones Initiatives and Development Options International, "MAZIDO," "we," "us," or "our") is a registered nonprofit working to empower communities in Arid and Semi-Arid Lands (ASALs) through climate resilience, WASH, community development, and capacity building. We rely on donor trust and transparency. This Refund Policy governs requests for refunds of donations made via our website (mazido.org) or other official MAZIDO donation channels.

1. General Principle: Donations Are Final

Donations are intended to support our mission and core operations as soon as they are received and processed. Donations are generally non-refundable once the transaction is completed and funds disbursed. Donors should carefully verify donation amounts, frequency (one-time vs. recurring), and method before confirming. We recognize there may be exceptional circumstances, so we allow a limited window and conditions under which refunds may be granted (see below).

2. Circumstances Eligible for Review

A refund may be considered only in the following cases, subject to verification and at our sole discretion: a duplicate donation; an incorrect donation amount entered by mistake; an unauthorized or fraudulent transaction made without the donor's consent; or a processing/technical error caused by our payment processor (KCB/Visa) that resulted in a wrong or duplicate charge.

2A. Gifts Exceeding USD 50,000

When a single donation or cumulative commitment exceeds USD 50,000 (or the equivalent in another currency), MAZIDO may engage the donor through a formal Gift Agreement specifying the intended purpose and utilization of the gift, reporting expectations, and requiring both parties to review and sign before any utilization of funds.

The Gift Agreement gives the donor an opportunity to review, approve, or request reasonable modifications to the intended use of funds before MAZIDO implements the supported project or activity.

Once the Gift Agreement has been reviewed and signed by both parties, the donation is considered final and non-refundable. A refund will only be considered if MAZIDO is found to have materially violated the terms of the Gift Agreement or misapplied the donation contrary to its documented purpose.

In case of disagreement concerning implementation of a Gift Agreement, both parties will first seek resolution through mutual discussion before resorting to legal or banking channels.

3. Refund Request Process & Requirements

Donors must submit a refund request within seven (7) business days of the donation. Requests beyond this period may not be considered. Submit requests by email to info@mazido.org with the subject line "Donation Refund Request," including: donor's full name; date and time of donation; amount donated; mode of payment; transaction reference(s); reason for refund; contact information; and a copy of the donation transaction record.

4. Review & Decision

Our Finance & Compliance team will review the request, verify transaction records with our payment processor and bank, and determine whether the refund is justified. Additional documentation may be requested from the donor or payment processor.

5. Refund Execution & Timing

If approved, a refund is processed within fourteen (14) business days of approval, returned via the same payment method and currency as the original donation. Any bank or processing fees may be deducted from the refund amount. MAZIDO is not responsible for delays caused by banks or intermediaries.

6. Tax Receipts and Records

If a tax-deductible receipt was issued for a donation that is later refunded, MAZIDO will issue a cancellation or adjustment letter. Donors are responsible for ensuring their tax filings reflect the refund appropriately.

7. Disputes, Chargebacks & Indemnification

MAZIDO encourages donors to contact us first before initiating a chargeback. If a donor initiates a chargeback, MAZIDO reserves the right to contest it, and donors agree to cooperate in resolving such matters.

8. Compliance, Record-Keeping & Confidentiality

MAZIDO maintains strict internal financial controls and secure donor records. All refund and donation records are retained for at least seven (7) years for audit and compliance purposes. Donor data is handled in accordance with Kenya's Data Protection Act.

9. Modifications to Policy

MAZIDO reserves the right to amend or update this Refund Policy to remain compliant with banking regulations, Kenyan laws, or payment processor rules. Updates will be posted on mazido.org and take effect immediately.

10. Governing Law & Contact Information

This Refund Policy is governed by and construed in accordance with the laws of the Republic of Kenya. Disputes are subject to the jurisdiction of the courts of Mombasa County, Kenya.

MAZIDO, Mwangura Complex, next to Mwangea High School, P.O. Box 233, Voi, Kenya. Email: info@mazido.org or finance@mazido.org. Phone: 0700 486557.